Customer Support Officer - Motorcycle Enthusiast

Schedule:
Full-time, shifting schedule
Monday-Friday 8:30 AM - 5:00 PM AEST/AEDST (6:30 AM - 3:00 PM PHT)
5 hours of coverage during weekends

Client Overview
Join a premier Australian transport company specializing in motorcycle and vehicle freight, transforming how motorcycles and cars are transported across the country and internationally. Our client expertly manages a wide range of vehicles—from everyday bikes to high-performance models and custom builds—serving both domestic and global markets. With a commitment to precision in transport and a dedication to exceptional customer service, this fast-growing company offers an exciting opportunity to be part of a dynamic industry.

Job Description
As a Motorcycle Customer Support Officer, you’ll play a vital role in our client’s operations by managing a high volume of customer inquiries, delivering exceptional support, and guiding customers through the transport process for motorcycles. You'll handle phone calls and emails, provide accurate quotes, and ensure smooth communication regarding transport details. This role requires a blend of strong customer service skills, foundational motorcycle knowledge, and the ability to use specialized customer service software. You'll collaborate with a global team to maintain seamless 18-hour support coverage, 7 days a week.

Responsibilities

• Answer incoming calls and respond to customer emails promptly, providing information about motorcycle transport services
  
• Generate accurate quotes for a range of motorcycle transport requests
  
• Manage customer inquiries and bookings using Freshdesk and Dialpad systems
  
• Follow up on voicemails and return calls to ensure timely communication
  
• Explain the benefits and processes of various motorcycle transport options to clients
  
• Prioritize and efficiently manage a high volume of customer interactions
  
• Collaborate with team members to maintain continuous support coverage
  
• Assist with shipment processing and tracking, providing updates to customers as needed
  
• Adapt to handling inquiries across multiple brands and microsites
  

This role is ideal for someone who is not only skilled in customer service but also has a genuine passion for motorcycles and helping others.

• Strong passion for motorcycles, with familiarity across various models and an enthusiasm for supporting motorcycle enthusiasts
  
• Excellent verbal and written communication skills in English, with a neutral accent for clear phone interactions
  
• Basic knowledge of motorcycles and transport terminology
  
• Strong customer service orientation with the ability to meet diverse customer needs
  
• Proficiency in customer service software, particularly Freshdesk (training provided)
  
• Ability to work in a fast-paced environment and manage multiple tasks
  
• Problem-solving skills and the capacity to make decisions independently
  
• Reliable high-speed internet connection for remote work
  
• Flexibility to work shifts covering Australian time zones
  
• Bilingual skills (especially Mandarin) are a plus but not required
  
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This role is ideal for someone who is not only skilled in customer service but also has a genuine passion for motorcycles and helping others.